[AusNOG] ITNEWS: Telstra retail staff caught cancelling ISP orders

[Tony]

Yes, I was talking about the tangent of a pair being pinched on a live ULL service, not about the original topic of the thread which was Telstra sales staff cancelling stuff.

SLA's are nice, but they don't get the service restored any quicker when telstra says "higher than normal workload in that area". The reality is that if you were able to claim a rebate against a broken SLA it almost always takes you more time to do this than what the rebate is unless the service is costing you >$500/mon. If the service is something this expensive then it is almost always fixed a lot quicker anyway.

Two weeks might be the extremes that we've seen, but 3-4 days is still well within the "norm" for this kind of issue (copper being pinched) and in the most part it should be avoidable.
 


regards,
Tony.





>________________________________
> From: James Hodgkinson <yaleman at ricetek.net>
>To: Heinz N <ausnog at equisoft.com.au> 
>Cc: Tony <td_miles at yahoo.com>; "ausnog at lists.ausnog.net" <ausnog at lists.ausnog.net> 
>Sent: Sunday, 23 June 2013 10:44 AM
>Subject: Re: [AusNOG] ITNEWS: Telstra retail staff caught cancelling ISP orders
> 
>
>
>The tangent's fairly far and I think he's more talking about the "techs stealing copper" than the sales staff messing with orders :)
>
>
>James
>
>
>
>On 23 June 2013 10:36, Heinz N <ausnog at equisoft.com.au> wrote:
>
>That's fine if all you want is ADSL, but if you want SHDSL (up to 4/4M) or an EoCu (up to 20/20M) solution then need "just copper" (ie. a ULL or "naked" pair).
>>>
>>
For that amount of money and that level of product, you would have an SLA? Someone would then have to pay for a ridiculous 2 week downtime? They would be under an incentive to bring it back up very fast or provide an alternative while you waited. It is amazing how fast certain telcos can act if the correct internal people push things along.
>>
>>SHDSL is not really a retail product, so what would Telstra retail staff be doing interfering with those types of orders?
>>
>>Maybe I  am wrong?
>>
>>
>>H.
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>
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